Wise May are currently recruiting for an engaging and proactive Business Application Support Analyst to join a leading Global Speciality Insurance Broker. As a Business Application Support Analyst you will be a fundamental member of the IT team, responsible for providing 1st and 2nd line business application support to internal employees.
This is a full time, permanent role, with hybrid working and the hours are 9am-5pm.
Business Application Support Analyst duties and responsibilities:
- Perform 1st and 2nd tier troubleshooting of bespoke business insurance systems.
- Diagnose, troubleshoot, and resolve incidents from internal users of business applications within defined processes and service standards.
- Provide vital operational support to geographically dispersed insurance production teams.
- Build relationships with employees by establishing trust and being an advocate for the employee.
- Log and manage end-user incidents in the Service Management System, ServiceNow.
- Escalate incidents requiring further troubleshooting or elevated privileges.
- Follow up with employees regarding the resolution of incidents.
- Monitor and manage the overall integrity of the data within insurance systems.
- Author knowledge articles for reference by employees and the support team.
- Provide after-hours “on-call” support to employees during assigned periods.
Business Application Support Analyst key skills and experience required:
- Strong experience providing 1st and 2nd line business systems support within an Insurance organisation.
- Proven ability to learn and use Insurance software business systems.
- Experience of using ServiceNow or a similar IT service management platform.
- Working knowledge of Microsoft Office technologies.
- Strong customer service skills with the ability to be positive and supportive in phone conversations with employees and via email.
- Ability to confidently and accurately listen, paraphrase, and provide business process and technical details to others in an effort to resolve an issue.
- Ability to follow structured processes to log, update and resolve support tickets in the IT Service Management system.
- Ability to use documented procedures, knowledge articles and other reference materials to solve issues.
- Effectively engage with support team members to learn and share knowledge and continue to grow individual skills and contributions.
- Ability to handle multiple tasks simultaneously, organise tasks effectively and prioritise your workload.
- Self-motivated to build contextual awareness of business scenarios, data relationships and software functions to continuously improve and grow career.
- Ability to work flexible/extended hours, if needed.
Benefits
- Flexible Annual Leave Policy
- Enhanced Family Care Benefits
- Pension
- Private Health Insurance
- Life Insurance Scheme
- Income Protection Scheme
- Dental Plan
- Wellbeing Subsidy
- Annual Volunteering day